Daily customer satisfaction survey
You gave us an average satisfaction score of 4.1 out of 5 in December. This is a slight decrease of 0.2 from our score of 4.3 out of 5 in November. You gave us our lowest score for the length of time taken to answer the call, at 3.8 out of 5.
These scores are not what we want to see, and we have plans in place to improve. December was a busy month for us as we completed the integration of our contact centres into one location. The contact centre recruited 10 new starters and continued their programme of improvement training for all customer service officers. Our aim is to improve the knowledge of the team to enable them to answer queries quickly and confidently.
In December 2021, 335 customers gave us feedback on the customer service they received from the contact centre; this is down by 136 from November 2021, when 471 customers gave us feedback. We are continuing our work to increase the number of customers sharing their feedback with us, and we will also be expanding our survey by the end of March 2022 to include customers who have contacted us by email.
What is the daily customer satisfaction survey?
Everyone who phones our contact centre receives a satisfaction survey to complete after their call. This survey only takes a few minutes to complete and is an opportunity for you to tell us how our customer service team handled your query. Your feedback is important for our Voice of the Customer programme and helps us make improvements within the contact centre.
How you can take part
To let us know about your experience of the contact centre, look out for an email from our Customer Services team after your next call in. If you have a new email address or have not given us your email address before, please do by emailing firstname.lastname@example.org.
Customer baseline survey
Each month we highlight a different question from our customer baseline survey, and let you know why we ask it.
Results highlight: Net promotor score
We ask how likely you are to recommend GreenSquareAccord to your friends and family. We use the results from this question to work out our net promoter score. The net promoter score tells us how satisfied you are and allows us to compare ourselves with other organisations. We want to increase our net promoter score over time.
From quarter 1 (April-June 2021) to quarter 2 (July-September 2021), our average net promoter score increased from –43 to –34.
Although the increase is promising, our score is significantly below where we want to be. We would like to be much closer to the Institute of Customer Service national average, which is 20.7.
Our corporate strategy places great importance on customer experience and satisfaction, and our net promoter score is one of the scores we use to track this.
Many different programmes of activity will impact our score, such as our handling of complaints, or the time taken to complete a repair. The other questions we ask in the customer baseline survey give us an indication of the areas and services driving overall customer satisfaction.
What is the customer baseline survey?
Our customer baseline survey runs four times a year and is open to all customers. It measures customer satisfaction levels and highlights the areas which need long-term and complex improvements.
We have consolidated and published the results from the first two customer baseline surveys, which were carried out from April-September 2021. We are currently reviewing the results of our third survey that customers completed in December 2021 – you may have been contacted by email, text, or telephone with an opportunity to provide feedback. Look out for our next customer baseline survey in the coming months!
Learning from customers' complaints
We are always trying to learn from customer complaints. Our work is ongoing, and we recognise that better internal communication is key to improving customer experience and reducing the number of complaints we receive.
In December 2021, GreenSquareAccord received 62 formal customer complaints. The most common reasons for these were delays to services, incomplete repairs, and communication issues. Our Customer Care team manage every complaint we receive and share the learning outcomes across the business. We hope to continue to learn more from any complaints you make, and with better internal communication we will improve our efficiency and standard of service delivery.
Get involved with our Customer Panels
The Customer Panels are an opportunity to work with GreenSquareAccord and share your thoughts on our services. The Panels ensure we listen to your concerns and ideas so that customer experience remains at the forefront of our decision-making.
Customer Panel (Wiltshire, Gloucestershire and Oxfordshire)
This panel meet monthly and have several objectives for the year, including improvements for repairs and complaints.
Complaints & Communication Panel and a Scrutiny Panel (West Midlands and surrounding areas)
The Complaints & Communication Panel meet every six weeks and support GreenSquareAccord in learning from and improving the complaints process.
The Scrutiny Panel also meet every six weeks and are looking at improving communication for customers around anti-social behaviour and access to advice.
If you would like to get in touch with the Complaints & Communication Panel or the Scrutiny Panel, either to raise a query or to join, you can contact email@example.com or Peter.Helly@greensquareaccord.co.uk.
Our monthly newsletters often include highlights from the Customer Panels' meetings – also look out on social media for key updates from the Panels!
Good Neighbour Awards – nominations are now closed!
The nominations for the Good Neighbour Awards closed this month, and we will be announcing the results in February 2022!
Our Good Neighbour Awards recognise residents who go above and beyond to help others in their community. Keep an eye on our social media and website for the winners to be announced, and for more information, you can contact the Community Involvement Team on 0300 111 7000 or email firstname.lastname@example.org.